Regional Delivery Lead — North America
Listed on 2026-09-12
-
IT/Tech
IT Support, IT Project Manager, Systems Administrator, IT Specialist
Rosemont IL
9399 W Higgins Rd
Ste 1100
Rosemont, IL 60018, USA
Rosemont IL
9399 W Higgins Rd
Ste 1100
Rosemont, IL 60018, USA
9399 W Higgins Rd
Ste 1100
Rosemont, IL 60018, USA
Rosemont IL
9399 W Higgins Rd
Ste 1100
Rosemont, IL 60018, USA
- Hybrid
- Information Technology
- Full-Time
- Requisition #: REGIO
008332
The role serves as the senior service relationship for regional business stakeholders, leads day-to-day operational service governance, and runs major-incident command at regional level (escalating to the Global Head of SD&O for global Sev-1).
Responsibilities
- Lead end-user service delivery across the North America region (US and Canada) — assuring SLA / XLA performance and operational health across the regional service estate.
- Operate the regional people line — line-manage the North America service-management team, comprising the US service-management / EUC team and its team manager and the US integration function; support the evolution of the regional service-delivery model in line with the global operating model; and partner with HR on capability development and engagement.
- Lead regional major-incident command for user-impacting events; escal ...
- Experience — 8–12 years in IT service delivery, end-user services or IT operations, including 3+ years line-managing a service-management or desktop / EUC team in a multi-site enterprise; experience of service-delivery transformation and governing external service partners is strongly preferred.
- Education & certification — Bachelor's degree in IT, computer science, business or a related field, or equivalent practical experience; ITIL v4 Foundation required, ITIL Managing Professional (or equivalent) desirable.
- Domain knowledge — ITSM lifecycle (incident, problem, change, request and service-catalogue management), SLA / XLA management, major-incident command, and end-user computing operations; exposure to M&A / Day-1 service integration is an advantage.
- Leadership & soft skills — senior stakeholder management up to executive level; able to translate service performance into business language; proven leadership of distributed and transitioning teams; sound judgement and decisiveness under pressure; strong cross-functional collaboration with platform, security and network teams.
- Location & eligibility — based at Rosemont, Chicago, able to travel across the North America region as required.
Target Salary Range: $130,000 – $160,000 salary a year plus bonus. Exact pay will be based on factors including, but not limited to relevant education, qualifications, certifications, experience, level, geographic location, and business and organizational needs. Full-time positions are eligible for competitive benefits, including paid time off, health, dental, vision, life, disability benefits and 401(k).
Qualifications
Skills Behaviors:
Motivations:
Education RequiredBachelors or better in Information Systems or related field.
Experience Required8-12 years:
In IT service delivery, end-user services or IT operations, including 3+ years line-managing a service-management or desktop / EUC team in a multi-site enterprise; experience of service-delivery transformation and governing external service partners is strongly preferred.
Equal Opportunity Employer
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